Mass. launches new Web site as popularity of appliance rebate program causes system malfunction

Photos by Mark M. Murray / The RepublicanKris O'Connor, left, a salesman at Manny's TV and Appliance store on Boston Road in Wilbraham, goes over paperwork with Omar J. Picard Jr., of Ludlow, one of the people who were able to get through to the state to enroll in its appliance rebate program Thursday.This is a 12:50 p.m. update of a story posted at 11:43.

BOSTON – Gov. Deval L. Patrick’s appliance rebate program was broken down on Thursday morning. The state’s Web site for the program – masssave.com – was inoperable and a hotline was constantly busy. The program was scheduled to kick off at 10 a.m. but the Web site was rejecting people and the phone was busy at 10:30 a.m.

In response to the confusion, the state’s Executive Office of Energy and Environmental Affairs released a new Web site for consumers: https://maswap1.com.

But by noon, all $5.4 million in rebates had been claimed.

View full sizeThis is the old Web site that caused consumers so much frustration Thursday morning when the state launched its appliance rebate program. People who had logged onto the original Web site received a message that said, “Forbidden: Access is Denied.” The state had set up a telephone call center and Web site that was supposedly able to accommodate an expected rush of visitors for the rebate program.
The state on Thursday at 10 a.m. was set to launch the appliance rebate program to encourage shoppers to turn in their old energy hogs for new, energy-efficient models.
The rebates, financed through the federal stimulus law, include $250 for a dishwasher, $200 for a refrigerator, $175 for a clothes washer and $50 for a freezer.
At Manny’s TV and Appliance store in Wilbraham, salespeople spent the morning fielding calls from frustrated customers who were unable to access the site.
Barbara M. Hebert of Indian Orchard in Springfield, said, “It’s very frustrating. My daughter is interested in a new washer and dryer, and maybe a dishwasher.”
The new Web site that the state was forced to launch for its appliance rebate program is seen at Manny's TV and Appliance store in Wilbraham.